[Micronet] Ticketing tools and ServiceNow

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[Micronet] Ticketing tools and ServiceNow

Michelle Bautista
Hi Everyone,

I've been reading the thread on this and have reached out to Dai and John to discuss the ServiceNow project that CSS is actively working on.

However, I'd like to provide some information to Micronet as well.

First off: ServiceNow
ServiceNow is being developed by 2 groups on campus: CSS (https://wikihub.berkeley.edu/display/CTSP/Campus+Ticketing+System+Project) and Telecom (http://telcat.berkeley.edu).

Telecom is using it to replace the IST Shopping cart. Currently the telecommunications catalog has been migrated to there.

CSS-IT is developing ServiceNow as part of a project jointly sponsored by IST and CSS. This project is meant to Pilot the use of ServiceNow and explore how a unified ticketing tool could be developed for campus. In addition, the pilot includes developing ServiceNow for the other CSS functional areas. We are currently developing it for CSS-HR. CSS-IT is in the process of migrating our desktop support queue to ServiceNow.  We are taking a very careful approach as to limit disruption for our customers. We are currently not prepared to extend the use of ServiceNow to other units at this time.

ITLG currently has a committee that is looking at governance of ServiceNow for the campus.

You can explore the project links to both of the groups. Both ServiceNow instances can be entered with CalNet authentication, though access to all parts may be limited and the environments may not be fully propagated. 

ServiceNow is distinctly different from almost all the other tools currently in use for ticketing on campus in that all groups within a function must utilize the same modules (ex Incident Management). Essentially, everyone must play in the same sandbox and have access to the same things. This is a very new way of seeing ticketing for campus and requires a higher level of coordination and cooperation amongst groups using the tool.

Other universities who use ServiceNow including UCSF and NYU each have developed governing councils. In contrast to Footprints where each group receives a self-contained project with limited abilities to cross populate other projects. 

With the CSS-HR development, we are utilizing a plug-in that fully separates HR data from IT data. 


Footprints
As Marlita mentioned, Footprints is still available and will be available in the near future. For those with an immediate need for a ticketing system, this would be an effective way to go.


In this process of this project, I have found that much of the work is not about the tool itself. And our experiences here match the experience of many other universities who have adopted ServiceNow.

Lessons Learned from Ticketing Tool Exploration: it's not about the tool
In our exploration of ticketing tools and speaking to numerous universities about their experiences 2 things stand out:
1. The tool wasn't the hard part
2. The tool wasn't the hard part

So what was the hard part?
The challenges those universities faced included:
-Updating and agreeing upon integrated business process across department silos
-Establishing a foundation for service management across a function
-Establishing a baseline to create a consistent customer experience anywhere on the campus

While the tool affects what these things look like, overcoming these challenges are done outside of the tool itself. As the campus continues to explore the possibility of one ticketing tool for the campus, it's important for us as a community to look beyond the tool and come into agreement/consensus about the kind of customer and work experience we will be able to create with an integrated tool. 


Please feel free to contact me directly if you have additional questions.

-Michelle

--

Michelle Bautista

Program Technology Office

Program Manager

Certified Scrum Master


University of California, Berkeley 

Campus Shared Services - IT

1608 4th Street, #127-31

Berkeley, CA 94710-7600

Office: 510.664.9306, Mobile: 510.295-9283

sharedservices.berkeley.edu



 
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Re: [Micronet] Ticketing tools and ServiceNow

Marlita Kahn
Michelle, 

Thanks for your ticketing summary. Besides the status/next steps aspect of the summary I particularly appreciate your bringing service management and integrated experience to the conversation.


Marlita Kahn
Service Manager
IST - API
University of California, Berkeley
2195 Hearst Avenue
Berkeley, CA 94720-4876
510-250-2488 (desk)
415-760-5882 (mobile)
[hidden email]


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Today's Topics:

  1. Is Campus moving to Office 2013 or sticking with 2010 for
     now? (Kathleen VALERIO)
  2. Re: Is Campus moving to Office 2013 or sticking with 2010 for
     now? (Vivian Sophia)
  3. Ticketing tools and ServiceNow (Michelle Bautista)

From: Kathleen VALERIO <[hidden email]>
Subject: [Micronet] Is Campus moving to Office 2013 or sticking with 2010 for now?
Date: May 27, 2014 at 10:11:33 AM PDT
To: List Micronet <[hidden email]>


Hi all, 

I'm working on the Calpact schedule for the next several months and I'm wondering if the campus is generally moving to Office 2013 or sticking with 2010 for the time being?
Do I need to update the build in the training labs for the summer or shall I wait till winter?

Yours truly, 

Kathleen Valerio, CalPact Coordinator 

Learning + Organizational Development
192 University Hall
2199 Addison St.
Berkeley, CA 94720-3548

Ph 510 643-0452
[hidden email]

UC Berkeley * reimagines the world *by challenging convention *to shape the future.



From: Vivian Sophia <[hidden email]>
Subject: Re: [Micronet] Is Campus moving to Office 2013 or sticking with 2010 for now?
Date: May 27, 2014 at 10:59:58 AM PDT
To: Kathleen VALERIO <[hidden email]>
Cc: List Micronet <[hidden email]>


The Windows image that Campus Shared Services uses does not yet have Office 2013 on it. Since close to three-quarters of the campus is covered by CSS now, and almost all will eventually be, that's what's going on at campus level. EEI is also working on a Windows 8 image, I expect that one will have 2013 on it.

Ben Gross can tell you more about campus plans for rolling out 2013. 

The image that College of Letters and Science used before it was covered by CSS had 2013 on it, so there are a fair number of 2013 installations out there. 



Vivian Sophia
Berkeley IT
Business/Tech Support Analyst
University of California, Berkeley
310J Durant Hall
(510) 541-6120



On Tue, May 27, 2014 at 10:11 AM, Kathleen VALERIO <[hidden email]> wrote:
Hi all, 

I'm working on the Calpact schedule for the next several months and I'm wondering if the campus is generally moving to Office 2013 or sticking with 2010 for the time being?
Do I need to update the build in the training labs for the summer or shall I wait till winter?

Yours truly, 

Kathleen Valerio, CalPact Coordinator 

Learning + Organizational Development
192 University Hall
2199 Addison St.
Berkeley, CA 94720-3548

Ph 510 643-0452
[hidden email]

UC Berkeley * reimagines the world *by challenging convention *to shape the future.


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From: Michelle Bautista <[hidden email]>
Subject: [Micronet] Ticketing tools and ServiceNow
Date: May 27, 2014 at 11:48:41 AM PDT


Hi Everyone,

I've been reading the thread on this and have reached out to Dai and John to discuss the ServiceNow project that CSS is actively working on.

However, I'd like to provide some information to Micronet as well.

First off: ServiceNow
ServiceNow is being developed by 2 groups on campus: CSS (https://wikihub.berkeley.edu/display/CTSP/Campus+Ticketing+System+Project) and Telecom (http://telcat.berkeley.edu).

Telecom is using it to replace the IST Shopping cart. Currently the telecommunications catalog has been migrated to there.

CSS-IT is developing ServiceNow as part of a project jointly sponsored by IST and CSS. This project is meant to Pilot the use of ServiceNow and explore how a unified ticketing tool could be developed for campus. In addition, the pilot includes developing ServiceNow for the other CSS functional areas. We are currently developing it for CSS-HR. CSS-IT is in the process of migrating our desktop support queue to ServiceNow.  We are taking a very careful approach as to limit disruption for our customers. We are currently not prepared to extend the use of ServiceNow to other units at this time.

ITLG currently has a committee that is looking at governance of ServiceNow for the campus.

You can explore the project links to both of the groups. Both ServiceNow instances can be entered with CalNet authentication, though access to all parts may be limited and the environments may not be fully propagated. 

ServiceNow is distinctly different from almost all the other tools currently in use for ticketing on campus in that all groups within a function must utilize the same modules (ex Incident Management). Essentially, everyone must play in the same sandbox and have access to the same things. This is a very new way of seeing ticketing for campus and requires a higher level of coordination and cooperation amongst groups using the tool.

Other universities who use ServiceNow including UCSF and NYU each have developed governing councils. In contrast to Footprints where each group receives a self-contained project with limited abilities to cross populate other projects. 

With the CSS-HR development, we are utilizing a plug-in that fully separates HR data from IT data. 


Footprints
As Marlita mentioned, Footprints is still available and will be available in the near future. For those with an immediate need for a ticketing system, this would be an effective way to go.


In this process of this project, I have found that much of the work is not about the tool itself. And our experiences here match the experience of many other universities who have adopted ServiceNow.

Lessons Learned from Ticketing Tool Exploration: it's not about the tool
In our exploration of ticketing tools and speaking to numerous universities about their experiences 2 things stand out:
1. The tool wasn't the hard part
2. The tool wasn't the hard part

So what was the hard part?
The challenges those universities faced included:
-Updating and agreeing upon integrated business process across department silos
-Establishing a foundation for service management across a function
-Establishing a baseline to create a consistent customer experience anywhere on the campus

While the tool affects what these things look like, overcoming these challenges are done outside of the tool itself. As the campus continues to explore the possibility of one ticketing tool for the campus, it's important for us as a community to look beyond the tool and come into agreement/consensus about the kind of customer and work experience we will be able to create with an integrated tool. 


Please feel free to contact me directly if you have additional questions.

-Michelle

--
Michelle Bautista
Program Technology Office
Program Manager
Certified Scrum Master

University of California, Berkeley 
Campus Shared Services - IT
1608 4th Street, #127-31
Berkeley, CA 94710-7600
Office: 510.664.9306, Mobile: 510.295-9283





 
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The following was automatically added to this message by the list server:

To learn more about Micronet, including how to subscribe to or unsubscribe from its mailing list and how to find out about upcoming meetings, please visit the Micronet Web site:

http://micronet.berkeley.edu

Messages you send to this mailing list are public and world-viewable, and the list's archives can be browsed and searched on the Internet.  This means these messages can be viewed by (among others) your bosses, prospective employers, and people who have known you in the past.